Director, Chief of Staff - Experience Design
Capital One National Association, Mc Lean, VA, United States
Director, Chief of Staff - Experience Design
The Experience Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences and we are passionate about creating memorable, meaningful product experiences that build the Capital One brand with humanity and drive business advantage and innovation. We champion a thriving environment of collaboration, authenticity and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another. If you’re a creative innovator who embraces an environment where you can experiment, learn, and change banking for good, we’d love to hear from you.
Role Expectations The Chief of Staff role is largely about relationships. The Chief of Staff is a connector for everyone in the design organization as well as our business partners and stakeholders, and operates as a strategic partner for the Design Leader and their Senior Leadership team. You’re great at balancing the big picture, thinking strategically while managing tactical execution, and recognizing overlaps in plans, processes, people, and many other facets of a functioning organization to drive efficiency and excellence. You have strong business acumen and understand how design drives business impact, and excel at both written and oral communications across all levels of seniority. You have access to people and data at all levels and disciplines and keep at least one ear and one eye open to the overall health of the organization while maintaining discretion at all times.
As the Chief of Staff, your primary responsibility will be to enable a high performing Senior Leadership team and wider design organization in direct collaboration with design leadership and our business partners. This role includes oversight of initiatives where central coordination and aligning with partners across the line of business and the enterprise are key for well-managed delivery, including leadership team routines, large-format and executive meetings/events, recognition programs, performance management, team communications support, change management and strategy implementation.
What you’ll do
Serve as a trusted advisor, confidential thought partner, and act as a sounding board to the Design Leader and their Senior Leadership Team
Develop and iterate management practices (Senior Leadership Team and Organization) to enable the transparency, efficiency and effectiveness of our organization
Facilitate defining business priorities and drive goal setting effort for the organization, inclusive of cascading information through the organization
Counseling leadership team on organizational design and change management
Ensure the team’s time is focused on the highest leverage activities related to business priorities and impact
Evangelizing the impact of design with business partners by embracing and advocating for an experience design mindset
Managing business critical relationships on behalf of senior leadership, and representing senior leadership accordingly in non-executive meetings
Prepare agendas, coordinate materials, facilitate management practices
Shepherd Strategic Planning cycle (quarterly/annual)
Coordinate regular business reviews of key experience investments and initiatives
Engage in organizational design including headcount estimation, budgeting, and planning
Develop and execute the Communications Strategy
Be eyes and ears for the Senior Leadership team with respect to organizational health, focusing on morale, attrition, and unspoken feedback
Manage difficult situations and hard conversations while showing a high level of discretion, professional maturity, resilience, and adaptability
Handle oversight of special projects that don’t fit into traditional workstreams
Competencies
Operational Expertise: Leverage established expertise and leadership in operations to elevate the quality and maturity of the design practice at Capital One
Leadership: Create conditions for a positive and inclusive team environment and set a vision for an inclusive, collaborative culture that makes associates throughout the organization feel valued and heard
Human‑Centered: Champion voices of both customers and partners, modeling the mindset that business and customer outcomes are not distinct but complementary, ultimately resulting in experiences that exceed baseline customer needs and expectations
Business‑Focused: Demonstrate expert knowledge of products, processes, our customers, competitors and industry market trends, applying relevant insights to shape how Design should engage and solve business challenges
Problem‑Solving: Structure ambiguous and unprecedented problems using a variety of qualitative and quantitative data and techniques to test hypotheses, generate insights and diagnose root causes and identify patterns
Collaboration: Connect the dots across teams, portfolios, platforms and LOBs, bringing together partners and processes in ways that drive more coherent experiences, accelerate delivery and elevate the value of design
Communication: Present work across levels and job functions, modeling a strategic human‑centered approach that integrates frameworks, data and research insights to make the complex accessible, influence senior stakeholders and achieve impactful results
Basic Qualifications
At least 8 years of experience in Strategy and Operations or Program Management
At least 5 years of experience of building, leading and managing large cross functional initiatives and programs
At least 3 years of experience building, implementing, and maintaining strategic plans for a large organization
Preferred Qualifications
Strong facilitation, negotiation and mediation skills
Strong project management, organizational and detail orientation skills.
Excellent written and verbal communication skills
Ability to maintain discretion in handling highly sensitive issues
Deep business acumen and experience with connecting design to business outcomes
Strong at building and maintaining relationships that inspire confidence and build trust and support at all levels of the organization
Familiarity with program management methodologies and tools
Experience partnering with product managers, engineers, marketing and analytics leaders across multiple business lines to shape strategy, performance metrics, roadmaps and operating models
Experience working collaboratively in large global organizations with multiple stakeholders and diverse communities
Experience working directly with designers, researchers, and strategists
Salary Range McLean, VA: $269,600 - $307,700 for Sr. Director, Chief of Staff New York, NY: $294,100 - $335,700 for Sr. Director, Chief of Staff Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Benefits Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Eligibility varies based on full or part‑time status, exempt or non‑exempt status, and management level.
Equal Opportunity Employer Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non‑discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug‑free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23‑A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901‑4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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The Experience Design team at Capital One is at the forefront of enriching our customers’ digital and physical experiences and we are passionate about creating memorable, meaningful product experiences that build the Capital One brand with humanity and drive business advantage and innovation. We champion a thriving environment of collaboration, authenticity and healthy critique, in which we honor diversity of thought, create a culture of belonging, and elevate one another. If you’re a creative innovator who embraces an environment where you can experiment, learn, and change banking for good, we’d love to hear from you.
Role Expectations The Chief of Staff role is largely about relationships. The Chief of Staff is a connector for everyone in the design organization as well as our business partners and stakeholders, and operates as a strategic partner for the Design Leader and their Senior Leadership team. You’re great at balancing the big picture, thinking strategically while managing tactical execution, and recognizing overlaps in plans, processes, people, and many other facets of a functioning organization to drive efficiency and excellence. You have strong business acumen and understand how design drives business impact, and excel at both written and oral communications across all levels of seniority. You have access to people and data at all levels and disciplines and keep at least one ear and one eye open to the overall health of the organization while maintaining discretion at all times.
As the Chief of Staff, your primary responsibility will be to enable a high performing Senior Leadership team and wider design organization in direct collaboration with design leadership and our business partners. This role includes oversight of initiatives where central coordination and aligning with partners across the line of business and the enterprise are key for well-managed delivery, including leadership team routines, large-format and executive meetings/events, recognition programs, performance management, team communications support, change management and strategy implementation.
What you’ll do
Serve as a trusted advisor, confidential thought partner, and act as a sounding board to the Design Leader and their Senior Leadership Team
Develop and iterate management practices (Senior Leadership Team and Organization) to enable the transparency, efficiency and effectiveness of our organization
Facilitate defining business priorities and drive goal setting effort for the organization, inclusive of cascading information through the organization
Counseling leadership team on organizational design and change management
Ensure the team’s time is focused on the highest leverage activities related to business priorities and impact
Evangelizing the impact of design with business partners by embracing and advocating for an experience design mindset
Managing business critical relationships on behalf of senior leadership, and representing senior leadership accordingly in non-executive meetings
Prepare agendas, coordinate materials, facilitate management practices
Shepherd Strategic Planning cycle (quarterly/annual)
Coordinate regular business reviews of key experience investments and initiatives
Engage in organizational design including headcount estimation, budgeting, and planning
Develop and execute the Communications Strategy
Be eyes and ears for the Senior Leadership team with respect to organizational health, focusing on morale, attrition, and unspoken feedback
Manage difficult situations and hard conversations while showing a high level of discretion, professional maturity, resilience, and adaptability
Handle oversight of special projects that don’t fit into traditional workstreams
Competencies
Operational Expertise: Leverage established expertise and leadership in operations to elevate the quality and maturity of the design practice at Capital One
Leadership: Create conditions for a positive and inclusive team environment and set a vision for an inclusive, collaborative culture that makes associates throughout the organization feel valued and heard
Human‑Centered: Champion voices of both customers and partners, modeling the mindset that business and customer outcomes are not distinct but complementary, ultimately resulting in experiences that exceed baseline customer needs and expectations
Business‑Focused: Demonstrate expert knowledge of products, processes, our customers, competitors and industry market trends, applying relevant insights to shape how Design should engage and solve business challenges
Problem‑Solving: Structure ambiguous and unprecedented problems using a variety of qualitative and quantitative data and techniques to test hypotheses, generate insights and diagnose root causes and identify patterns
Collaboration: Connect the dots across teams, portfolios, platforms and LOBs, bringing together partners and processes in ways that drive more coherent experiences, accelerate delivery and elevate the value of design
Communication: Present work across levels and job functions, modeling a strategic human‑centered approach that integrates frameworks, data and research insights to make the complex accessible, influence senior stakeholders and achieve impactful results
Basic Qualifications
At least 8 years of experience in Strategy and Operations or Program Management
At least 5 years of experience of building, leading and managing large cross functional initiatives and programs
At least 3 years of experience building, implementing, and maintaining strategic plans for a large organization
Preferred Qualifications
Strong facilitation, negotiation and mediation skills
Strong project management, organizational and detail orientation skills.
Excellent written and verbal communication skills
Ability to maintain discretion in handling highly sensitive issues
Deep business acumen and experience with connecting design to business outcomes
Strong at building and maintaining relationships that inspire confidence and build trust and support at all levels of the organization
Familiarity with program management methodologies and tools
Experience partnering with product managers, engineers, marketing and analytics leaders across multiple business lines to shape strategy, performance metrics, roadmaps and operating models
Experience working collaboratively in large global organizations with multiple stakeholders and diverse communities
Experience working directly with designers, researchers, and strategists
Salary Range McLean, VA: $269,600 - $307,700 for Sr. Director, Chief of Staff New York, NY: $294,100 - $335,700 for Sr. Director, Chief of Staff Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Benefits Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Eligibility varies based on full or part‑time status, exempt or non‑exempt status, and management level.
Equal Opportunity Employer Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non‑discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug‑free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23‑A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901‑4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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